Consumer Perceptions of Department Store Service: a Lesson for Retailers

Reports on the difficulties currently faced by department stores. Argues that a return to a true service orientation is needed. Discusses consumer attitudes towards the service offered in such stores via the results of a focus group interview, ranking and perceptual mapping of store services. Offers managerial guidelines for implementing a successful service strategy.

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Year of publication:	1992
Authors:	Dotson, Michael ; Patton, W.E.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 6.1992, 2, p. 15-28
Publisher:	MCB UP Ltd
Subject:	Consumer attitudes \| Department stores \| Focus groups \| Perceptions \| Retail trade

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049210035818 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905468